The Associate Director of Membership is responsible for facilitating excellence throughout all member service operations, executing successful day to day functions at the Welcome Center.
Staff: In support of the Director of Membership, help to recruit, train, and consistently develop a staff team which exhibits a welcoming, positive, mature, and empathetic attitude; while displaying high knowledge of our cause-driven services.
Environment: Establish a clean, safe, organized, welcoming environment that speaks to all members.
Relationship Building: Through the use of Listen First, establish positive collaborations between staff to staff, staff to member, and ultimately member to member.
Data: Continually compile and use survey results to close service area gaps such as Welcome Center standard operating procedures, interview/tour conversions, knowledge of staff during membership transactions, overall membership satisfaction, and membership cancellations.
- Supervises all operations at the Welcome Center
- Assist Director of Membership with the organization and planning of staff meetings; speaks to Risk Management at staff meetings.
- Walk through the facility regularly to ensure the safety and security of the facility.
- Facilitate membership fees collections, reporting to management of receivable results on a weekly basis.
- Conduct new member interviews; trains staff in their successful implementation of the same.
- In support of the Director of Membership, lead the staff team in upholding procedures which meet a high level of service standards in securing monthly new member sales, retention and service goals.
- Assist in the interview, hire and training of new Member Services Representatives
- Support the Director of Membership in the creation and successful maintenance of Membership budget.
- Support the Director of Membership in the implementation of the approved budget through proactive planning of purchases based on need and the monthly spread, complete purchase orders within a timely manner
- Provide the Director of Membership feedback when completing yearly staff reviews.
- Support Director of Membership in staff scheduling and bi-weekly payroll.
- Aid in the update of the Member Services Training Manual and Departmental Policies and Procedures manual.
- Support the training of all membership representatives on Member ST, sales, building relationships, and customer service.
- Help communicate and celebrate monthly sales goals; train, motivate and empower staff to meet these goals.
- Train staff in preventing or stopping membership cancellations; as well using Listen First to accurately determine reason of cancellation.
- Coach staff on financial transactions, cash handling and registration accuracy.
- Count petty cash on a daily basis report inaccuracies to the Accounting office.
- Personally follow up on member concerns and issues within 24 hours of a concern.
- Serve an active role in membership representation on the Risk Management Committee.
- Attend all Staff, Budget, HR, etc. meetings as required.
- Serve as membership representation in the absence of staff or in addition to staff.
- Required to attend meetings on behalf of Director of Membership as necessary.
- Attends necessary outside trainings as requested by the Director of Membership.
- Performs all other duties as assigned by supervisor.
- 2-5 years of Management/Supervisory experience preferred.
- Previous experience with voluntary/non-profit organizations preferred.
- Knowledge of research methods and a high degree of computer efficiency in Microsoft office products.
- Background in customer service, sales, or training preferred.